Omni-Channel Developer Guide

Customize your Omni-Channel records and console integration with Omni-Channel API objects and console methods.

Standard Omni-Channel reaches its End of Life (EOL) with the Summer ‘26 release. For continued support, access to the latest features, and an enhanced experience, update to Enhanced Omni-Channel.

Important

Omni-Channel routes work items to queues, agents, skills, and even Einstein Bots (on supported channels) based on defined routing logic. Depending on your business needs, you can use different ways to route work, including Omni-Channel flows.

Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions.

Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied.

Omni-Channel Objects

Use an API to create, retrieve, update or delete records, such as accounts, leads, and custom objects. The Salesforce data model includes several objects that let you control and customize your Omni-Channel records, including Omni-Channel users, routing configurations, and statuses.
Omni-Channel Metadata API Types

The Metadata API lets you access Omni-Channel feature settings and metadata information.
Omni-Channel Components for the Salesforce Console

Omni-Channel lets your call center route any type of incoming work item to the most qualified, available agents.
External Routing for Omni-Channel

Multiple routing options, one console.